Times News Network
Ahmedabad: A consumer commission has directed Dell India Pvt Ltd to refund the purchase price of a laptop to a consumer whose device developed defects that were not resolved during the warranty period. The commission also ordered the company and the retailer, Infinity Retail Ltd, to pay Rs 25,000 in compensation to the consumer, Rushi Patel, a resident of Sola, for mental harassment and litigation costs.
Background of the Complaint
According to Patel's complaint, he purchased the laptop in September 2017 for Rs 62,730. Soon after, the machine began malfunctioning, prompting him to seek troubleshooting assistance. Although the problems were temporarily fixed, his requests for on-site repairs in May 2018 went unanswered.
In 2018, Patel filed a complaint with the Consumer Dispute Redressal Commission, Ahmedabad (Rural), seeking a refund or replacement of the laptop. The retailer argued that it had no role in the dispute, while the company claimed that the issue had been resolved at the consumer's request but alleged that Patel later refused reinstallation. Dell also stated that the laptop had fallen in February 2018, though it did not disclose the cause of the fall. The company denied allegations of failing to provide service.
Commission's Observations
After the hearing, the commission remarked, “In today’s age of internet revolution, a laptop is a very important tool for an academic person. He cannot deposit the laptop for troubleshooting for an indefinite period for such recurring glitches, but the opponent should try to resolve the problem. When it is not possible to solve the issue during the warranty period, it should replace the laptop or refund the amount. But opponents have not given satisfactory replies, nor resolved the problem permanently. The retailer has also not made efforts to resolve the problem, and he cannot escape his liability by claiming that he is only a dealer… The commission opines that there is deficiency in service.”
Order and Compensation
Given that the laptop is over seven years old, the commission did not deem it appropriate to order a replacement. Instead, it held that the consumer is entitled to recover the refund amount. The company and retailer were ordered to pay Rs 62,730 as a refund, along with Rs 25,000 in compensation for mental harassment and litigation costs.
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